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Disputes Over Service Charges

Advice on how to proceed if you think we have miscalculated your service charge, or charged you for a service you haven't received.

What to do if you don't agree with your service charges.

We will always try to calculate your service charge with a 'right first time' approach.

If you think we have miscalculated your service charge, or charged you for a service you haven't received, please read the following information which will advise you on the steps you can take and how we will help to resolve the matter.

Stage one - Review by Home Ownership Team

First of all, please contact our Home Ownership Team know straight away if you think we have miscalculated your service charge, or charged you for a service you haven't received, see contact details bottom of this page.

We will look at your account and if we can see that you have been charged incorrectly we will immediately make arrangements for any necessary adjustments.

We will advise you of the outcome of our investigation within 10 working days.

Stage two - Review by Home Ownership Senior Officer

If you are not happy with the initial outcome of your dispute you should send details of your reasons for disputing the charge to the Leasehold Senior Officer, see contact details bottom of this page.

Your case will be investigated fully and a response will be sent to you within 10 working days.

Stage three - Review by Home Ownership Manager

If you are not happy with the outcome of the Home Ownership Senior Officer enquiry, you can request that your dispute is reviewed by the Home Ownership Manager. You will need to clearly set out your reasons in writing (by email or in a letter) for disputing the Service Charge.

See email and address details bottom of this page. Please mark your email correspondence, "For the Attention of The Home Ownership Manager".

Your case will be investigated fully and a response sent to you within 20 working days.

Should it be necessary the Home Ownership Manager will review the matter in consultation with Basildon Borough Council's legal department.

Stage four - Review by First-tier Tribunal (Property Chamber)

If you remain dissatisfied and want to take the dispute further you can apply for a review of your case by the First-tier Tribunal, also known as the Leasehold Valuation Tribunal.

Phone: 01223 841524

Email: rpeastern@hmcts.gsi.gov.uk

Website: www.rpts.gov.uk (where you can download forms or apply for a review online).

If you want your service charge dispute to be reviewed by a First-tier Tribunal, you can let us know and we will be happy to provide you with advice on how to go about it.

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